• 한국IT서비스학회:학술대회논문집
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• 2002.11a
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• pp.1-6
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• 2002

기업간의 경쟁이 치열하여지며 새로운 고객의 유치에 많은 비용과 노력이 드는 상황에서, 고객과의 관계를 어떻게 유지하고 발전시켜 나가느냐가 기업의 지속적인 경쟁우위를 확보하는 중요한 수단이 되고 있다. 요즈음 산업계에서 화두가 되고 있는 고객 관계 관리(CRM)가 치열해지는 경쟁시장에서 기업의 지속적인 경쟁우위를 확보하는 주요한 전략으로 등장하였다. 성공적인 고객관계 관리를 실행하기 위하여 고객의 가치, 브랜드 자산 등을 포함하는 고객자산의 개념정립과 전략적 관리가 필요하다. 본 연구 에서 고객관계에 관련된 고객자산의 개념을 고찰하고 이를 전략적으로 활용하는 방안 을 분석하고자 한다. 또한 CRM의 성공적인 도입과 활용을 위하여 필요한 여건과 조치를 제시한다.

• Korean Business Review
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• v.20 no.2
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• pp.147-171
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• 2007

Traditionally intangible assets have been neglected in measuring management performance in the area of business. However as knowledge based times is coming, the importance of intangible assets have been evermore attentive then before. The purpose of the study is to explore the relationship between management performance and intangible assets of resort condominium in Korea. This paper categorizes intangible assets into customer relations asset, cooperative business partner asset, and service operations competence based asset and find relationship between these assets with management performance.

• Management & Information Systems Review
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• v.30 no.2
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• pp.185-210
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• 2011

For many firms, customers are their most valuable assets. This is a shift in the interest of managers and researchers from a traditional focus on product management to a more recent focus on customer management. And they manage their customers with relationship marketing. Despite the recent academic interest in the study of customer equity, prior research has focused on brand equity and limited relationship mediated variate such as satisfaction, commitment and trust. This paper suggests customer equity drives with mediated variate and examines how relationship marketing can generate drives of customer equity and influence on customer behaviors. The results are like this. First, customer equity drives include value, brand and relationship equity and they mediate between relationship marketing activities and customer behaviors. Second, financial, social and structural activities have significant impact on repurchase, positive word of mouth, and cross purchase through customer equity drives. Third, this study tried to organize literature on customer equity systematically. It will become the foundation of follow-up studies.

• Journal of Digital Policy
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• v.2 no.2
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• pp.7-14
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• 2023

The purpose of this study is to emphasize the need for brand equity management to survive in a rapidly changing medical environment by identifying the impact of digital customer experience on brand equity and analyzing the influence of hospital brand equity on word-of-mouth (WOM) intention. The main findings are as follows. As a result of analyzing the effect of digital customer experience on brand equity, the relationship between aesthetic value and brand equity, functional value and brand equity, customer service value and brand equity all showed significant results. In addition, the relationship between brand equity and WOM intention also showed significant results. These findings have practical implications for revealing the importance of the digital service environment in building hospital brand equity, in strengthening relationships with customers and WOM activities, and suggesting the provision of customer services and benefits using digital technology.

• The Journal of the Korea Contents Association
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• v.14 no.9
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• pp.484-493
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• 2014

The purpose of this study is to investigate the effect of the brand equity on the guest satisfaction and the loyalty in buffet restaurant. To achieve the purpose, this study, firstly, identifies the brand equity of buffet restaurant guests. Secondly, to explore the factors of brand equity, guest satisfaction and loyalty. Thirdly, to research the effect of brand equity on guest satisfaction and loyalty. Fourthly, to research the effect of guest satisfaction on loyalty. Data were collected from individuals by face-to-face interview who visited the buffet restaurants located in the region of southern gyeonggi. The questionnaire was distributed of the 250 copies and used 221 in the analysis by using SPSS 18.0 and AMOS 18.0 programs. The results of this study were as followed that the brand equity of buffet restaurants had partially positive effect on the guest satisfaction, that the brand equity did not influence on the loyalty at all and that the guest satisfaction had a positive effect on the loyalty.

• Journal of Digital Convergence
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• v.18 no.8
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• pp.185-199
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• 2020

This study examined the effects of insurance company's CSR activities on customer-based brand assets and customers' intention to pay premium prices in order to identify the possibility of CSR activities as an insurance company's differentiated marketing strategies. Throughout collecting 510 surveys, this study has proved that economic and charitable activities had a effect on customer-based brand assets, also economic and environmental activities had a effect on intention to pay premium prices. In addition, the mediating role of the customer-based brand asset between economic and charitable activities and intention to pay premiums was proved. Lastly, it was confirmed that the level of SNS usage moderates the relationship between economic activities and customer-based brand assets. Based on the results, this study provides insurance companies with an effective marketing strategy of the CSR program.

• Korea Trade Review
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• v.43 no.3
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• pp.27-46
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• 2018

By conducting a survey on Vietnamese customers' attitude towards domestic and international franchise coffee shops, the purpose of this research is to examine the impacts of service quality and customer equity on customer satisfaction, customer trust and customer loyalty. Based on this research's results, solutions for service improvements were considered to help franchise coffee shops improve customer satisfaction, customer trust and customer loyalty. Specific results were as follows. First results suggest that service quality has positive impact on customer satisfaction and customer trust. Secondly, in terms of customer equity, relationship equity has positive impacts on customer satisfaction and customer trust; However, although brand equity has positive impacts on customer satisfaction, it does not affect customer trust. Finally, customer trust has direct and positive influences on customer satisfaction and customer loyalty. Based on these results, this research proposes practical and theoretical implications and limitations for future research.

• Korea Science and Art Forum
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• v.27
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• pp.231-246
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• 2017

The purpose of this study is to examine effects of sustainability of convention events on brand equity and customer loyalty. This paper also explores the mediating role of brand equity amid sustainability of convention events and customer loyalty. The four determinants ofsustainability of convention events examined in this study are economic sustainability, environmental sustainability, social sustainability and event sustainability. Brand equity refers to performance, social image, value, trust worthiness, and attachment. The findings are as follows: (1)most sustainability of convention events have a positive effect on each brand equity's elements; (2)all sustainability of convention events have a positive effect on loyalty; (3)brand equity of convention is significantly related to customer loyalty. (4)brand equity plays a mediating role between sustainability of convention and customer loyalty. The findings will not only be useful in improving the structure of sustainability of convention events, but also in enhancing competitiveness in Korea's convention industry.

• CRM연구
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• v.2 no.1
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• pp.15-32
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• 2009

Companies consider customers as an equity, which is expected to increase customer loyalty. However, customer loyalty does not linearly increase in real world by the customer equity always. This research investigates a mediating variable which influence the relationship between customer equity drivers and customer loyalty. We focus on customer value as a customer equity driver which is the most basic factor among customer equity drivers. We examine that online trust as a mediator between the customer value and customer loyalty in on online shopping mall context. Customer value consists of perceived convenience, quality, and price. Findings indicate that online trust mediates the relationship between customer value and customer loyalty. Especially, online trust perfectly mediates the perceived convenience and the perceived quality. The perceived convenience influences online trust most significantly and perceived quality and perceived price are following in the order of strength. Our results implicate that online trust is an important mediator of the relationship between customer equity and customer loyalty in online shopping mall context and need to be managed as a customer relationship management index to increase customer loyalty. In addition, perceived convenience is the most important factor to increase online trust in matured online market.

• Journal of Global Scholars of Marketing Science
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• v.11
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• pp.59-78
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• 2003

Thus the purpose of this study is to determine how the brand equity is formed in the psychological process of customers by reviewing previous studies of relations between marketing factors influencing the formation and elements for the formation. Results of the study and their suggestions can be summarized as follows. First, among precedent factors required for the formation of the brand equity, advertisement was found having positive effects on both brand awareness and brand image irrespective of the two groups, or high and low involvement groups. Sales promotion did not have any effects on both brand awareness and brand image in the low involvement group while positively affecting brand awareness in the high involvement group. Distribution intensity was found having effects on both brand awareness and brand image in all of the two groups. Second, relations between brand awareness and brand image showed that the former has effects on the latter in both high and low involvement groups. This suggests that brand awareness plays a role in associating brand image. Third, relations among brand awareness, brand image and brand preference showed that both of the former twos influence the other in the high involvement group and that brand awareness cannot influence brand preference in the low involvement group. Fourth, relations between brand preference and brand loyalty showed that the former has effects on the former in both high and low involvement groups. This suggests that there is little possibility for consumers preferring specific brands to turn to other brands which have advantages such as price discount and gift presentation.